This device is not in our system. Unable to unlock for other carriers sim.
hi, need to tap your collective wisdoms. I have 3 iphone 12 pro, all from t-mobile, one of them was replaced by apple store, under warranty. Account in good standing, all 3 EIP finished on May 2023, i can unlock 2 of them, but the one that was replaced in the apple store is not showing up in T-Mobile database. It shows, STATUS UNKNOWN, Device is not in our system. About 3 weeks ago—my first call, the CS “forced” the imea to unlock in the system. I said “forced”, because the first time she inputted the number, she said the system would not accept it, then after 2 more tries, the system accepted it. Since then, after numerous calls with other CSs, T-force, conference calls with Applecare. T-mobile says that IMEA is fully unlocked, but the phone still shows SIM LOCKED in the status page of my account, after erasing the phone ddd 7+ times, with a sim in w/o a sim in. Applecare says the phone works, no hardware errors. The phone has been working over 1 year and half, since it was exchanged under warranty. T-mobile CS, says it’s fully unlocked, and there is no more tools at their disposal to “unlock” it. This is from T-mobile level 2 tech support, not from the CS reps. I thought about letting it slide, since i will probably trade it in in the future anyway, but this happens to be my daughter’s phone, and she is hopping onto a plane this Friday, heading abroad, (thankfully my blue iphone pro is unlocked). Beside she doesn’t want the blue iphone when she is back, she wants her silver iphone. In case you suggest i go to a t-mobile store, I did. They didn’t even want to touch the phone. There is nothing they can do or run any short of diagnostics. Same thing with Apple store, Applecare level2 said the store would not be able to do troubleshoot it. Applecare and apple store would have the same record. I offered to go to apple store, applecare said I don’t have to. Today, I am waiting for a call back from the level 2 tech support again, he said he will escalate it. This would be my 7x calling about the same issue. It won’t be my last. Perhaps, i should file a complaint with the fcc, they can push t-mobile to resolve this. There is a law that said carrier must unlock phone at the end of EIP, when account is in good standing, no balance owes, etc. Meanwhile, what’s your take on this? Even if there is no solution, this would good for the records, for posterity. Maybe it will help someone else later.
